Page 1 of O2 - See what you can do. (But just try leaving them...!)

O2 Online (thats the internet sales side of O2, not the regular paper billing side - see o2.co.uk) have been messing me around for months, charging me for my free allowances, charging me for previous months calls even though i paid for them in previous bills, failing to apply credits to my account etc. So, i decided to terminate the contract. Simple? NOOOO!

Calling them to do so costs 50p a minute. yes, and as you can imagine it takes a fair few minutes to request leaving them. So, after a good 7/8 quid call, i thought i`d rid myself of them.
Only, a week later, they hadn`t contacted me as promised to give me my PAC code and letter of cancellation. So i called them again. (At the ultra cheap price of 50p a min ;) ). They appologised and informed me that the person dealing with my enquiry should be resolving it, and that they couldnt access my account as it was being dealt with by cancellations themselves. I was promised that i would be called within a matter of days. That was a week ago. :/

The reason i am posting this (as not only a warning to others!) Is that i used to have a local rate number for their customer services with a direct line to a supervisor. They have such numbers for customers with big problems who can call and get straight through to an advisor. Shame that i`d lost it really. :/ I need to call them and i do not wanna spend another fiver attempting to do so! Has anyone else had dealings with "O2 online" (not regular o2) and has a contact number for them? If so i`d be very appreciative as i`d like to get my money back and to get rid of them asap! Also, my friend is owed £165 in previously double charged line rentals from them which they still havent refunded and it costs him the same charge to call each time!

Ta for your help, and happy bank holiday to all those with a day off! :D :D :D

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This item was edited on Monday, 3rd May 2004, 12:29

Just had a quick look on this site http://www.saynoto0870.com/ and the number for online complaints appears to be 01133886159.

I despise companies that make it difficult to take your business elsewhere!

Many thanks, that is one very good website! thanks for your time. The number given is for registered complaints only, so i`m still looking. But thanks loads for your time spent searching for one.

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Get down to an O2 retail shop, they will sort it for you.... anything to get rid of an irate customer!!



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Don`t even get me started on these. Twice I`ve had problems with cancelling my contract and them not actually doing it, meaning I`ve had to pay for a phone I`m not using. My girlfriend had problems for four months with cancelling her phone - she wrote a letter and made a phone call when she first decided to end her contract, but they didn`t do it - and she had to pay for all of those extra months and even got a letter from a collection agency.

She wrote a letter and even threatened legal action - but they never bothered getting back to her! This company is probably one of the worst run that I know of in this country, they are a complete farce. >:(

Avoid!!!

Totally, i have 6 close friends on O2 online, and four of them have had major problems with them, one of which is currently owed around £165. I`ve been with them since they were Genie Mobile (and quite good). Nearly every month O2 have screwed me over by charging me for my free-be`s, charging me for texts which i had paid for in previous months, signing me up for (and then) charging me for news report texts that i didnt want... the list goes on. My mate Greg cannot even access his online bill despite many calls to O2, so for all he knows, he could be getting done over too and would never realise! They are s***e, and 50p/min to even talk to a customer service person is a disgrace.
Ok, so you can email them for free, but on my mums life: I have hardly ever had a resonse from them within 48 hours. Most times, they never reply (or after a week they email you to say that they apologise for not getting back to you, and that they hope you have resolved your problem on your own by now, of not, to email them back.) Woo, some help THAT is.

The only reason we stay with them is that they give you a massive 500 free texts, 200 ANY network mins and a free Nokia 7250 for only £30 a month. Well, now that orange have introduced their SQUARE DEAL and offer exactly the same- we`re all moving! (or at least TRYING!). Honestly, even if you dont believe any of this, or know someone with O2 ONLINE who is perfectly HAPPY! Just think- DO you really wanna pay 50p/min if something should go wrong with YOUR account?

AVOID AVOID AVOID! :o

And back to my main theme- anyone have a freefone/local rate number for o2 online? lol
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Quote:
Get down to an O2 retail shop, they will sort it for you

And with regards to that statement- you are very lucky! The one in southend highstreet (closest to me) wont have anything to do with o2 online as "All o2 highstreet stores are franchised, and have no relation to online o2 stores". In other words- they dont wanna fork out 50p a minute EITHER!

>:(

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This item was edited on Monday, 3rd May 2004, 21:58

Had same problem last year, the customer services told me that they were not authorised to cancel my contract, but I would be contacted by somone who could deal with this, I was also informed at the end of the phone call that was I aware that instead of phoning the 50p a minute number I could e-mail them and they usually reply to e-mails within 48hours, well after 5 e-mails about various other things, (I decided to just upgrade in the end) I`ve only ever recieved one reply to an e-mail and that was three weeks later! Also been getting charged for inclusive minutes, but only recently been able to see my online bill and realise

Found these numbers, they might be helpful.

Phone numbers
Sales (24 hour): 0870 225 7879 (National rate)
Customer Services (Contract): 0906 302 5151 (50p per minute)
Customer Services (Contract): 5151 from your o2 handset (50p per a minute)
Customer Services (Contract): 01349 885040 (National rate)
Customer Services (Pre-pay): 0906 302 4445 (50p per a minute)
Customer Services (Pre-pay): 4445 from your o2 handset (50p per a minute)
Customer Services (Old numbers): 0906 302 0220 , 1702 from mobile
O2 Customer Services is available from 8am - 9pm Mon to Fri, and 8am - 8pm weekends.

o2 Complaint Resolution Service: 0113 388 6159 (8:30pm-4pm Mon-Fri)
Member Services: 0870 444 6496 (9am-5pm Mon-Fri)
Finance/Payments Dept: 0870 220 3299
o2 Network Services, for network faults/issues: 08705 214000 (National rate)
Complaints escalation: 0113-388 6159
o2 Customer Services (Prepay): 08705 678678 (National rate)
Mobile Web Specialist team: 0870 6076161
Mobile Web Specialist team: 08705 860 860. Don`t enter your number, but press * twice and select menu option 2.
Pay-as-you-go credit card top-ups: 0845 606 2277 (Local rate)
Handset/Contract upgrades: 08702 259933 (National rate, 8am-6pm Mon-Sat)
Internet (PC) helpdesk: 0906 302 0220 (50p per minute)
International helpline: +44 8705 214000 - for international travellers using their O2 mobile abroad
Lost or stolen barring: 08705 214000 (National rate)
o2 Online fax (Customer Services): 0113 202 5875 or 0170 931 6910
o2 Head Office Switchboard: 0113 2722000 (was 01753-565000)
Out-of-date or any more numbers to add? contact us

I`m with them and have no problems.

Email response time varies from a few days to a maximum of a week but I`ve always had a reply from them.

My brother was charged for texts one month, but they refunded it straight away.

There are obviously some issues with customer service and adminstration, but if you want a contract with loads of texts then it`s the best you`re going to get. Personally I`m prepared to put up with a few days reply time if it means I get 500 free texts every month.